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prices on till not matching price on shelf
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# 1
red devil
Old 21-05-2008, 12:38 PM
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Default prices on till not matching price on shelf

Is anyone else sick to death of this and getting to the till and the price is different to the shelf talker.

I had this in Somerfield with Bold a few weeks ago it was all wrong and i had to try and sort it out going from queue to shelf and back again, and you never get an apology. Yesterday i had it in savers they nearly overcharged me for a toiletry item, but i knew the price it should have been. I had to wait for a refund though as the manager has to come, and not so much as a sorry. I have no idea whether they change it either and if they dont they are making money from people who arent on the ball.

is there anything that can be done and why dont shops get their act together and make sure it all tallys up save everyone alot of aggro.
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# 2
IvanOpinion
Old 21-05-2008, 1:11 PM
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I remember Tescos used to have a 'Refund & Retain' policy for when this happened ... but that got withdrawn because of how badly the system was abused by a minority of opportunists.

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# 3
red devil
Old 21-05-2008, 1:18 PM
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what do you mean abused it it shouldnt happen in the first place. It is not right to overcharge customers.
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# 4
IvanOpinion
Old 21-05-2008, 1:26 PM
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Quote:
Originally Posted by red devil View Post
what do you mean abused it it shouldnt happen in the first place. It is not right to overcharge customers.
Many things are not right, but humans make mistakes ... one has to determine if the shelf price is right or if the till price is right ... that is why the contract is formed at the check-out at which point the customer can decide they do not wish to purchase ... the shelf price is only an invitation to buy (and I accept there are misleading advertising issues).

Mistakes happen and I am inclined to think the majority are 'genuine' (some you will win some you will lose .. although it seems strange that people only spot those in their favour ) ... on the other hand, as has been seen in the past, people move, take or change shelf prices for their own purposes (no comment on the OP).

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# 5
uktim29
Old 21-05-2008, 1:41 PM
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Quote:
Originally Posted by red devil View Post
what do you mean abused it it shouldnt happen in the first place. It is not right to overcharge customers.
As the comment above says it's all very fine saying this but have you never made a mistake?

I have a bit of a gripe with people who say mistakes shouldn't happen. In my book if you say this then you should never make a mistake yourself. Now no-one can ever say they had never made a mistake so in all honesty whats the point in preaching a hypothetical situation you can't achieve yourself?
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# 6
red devil
Old 21-05-2008, 1:43 PM
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i have taken advice from trading standards its illegal to be advertising two different prices they can visit the shop and investigate.

It is not up to the customer to go round checking the prices etc and have to wait in the queue for a refund and no apology, it is bad management when this happens. Customer service is extremely poor in this country.

Im sure you wouldnt like to be overcharged in a shop because they couldnt get their act together. I never win any either its always in their favour.
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# 7
uktim29
Old 21-05-2008, 1:49 PM
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Rubbish, 50% of the time you'll be charged cheaper.

By the way, if corrected incorrect prices aren't illegal.

Even of Trading standards websites they say they are highly unlkiely to take any action about incorrect shelf edge labels.

Quote:
Originally Posted by red devil View Post
Customer service is extremely poor in this country
Classic cynic rubbish (speaks cynical point of view as if fact with no actual unbiased research). How on earth would you have ever been able to do a worldwide survey in enough countries on all aspects of service to really know!!!!

Last edited by uktim29; 21-05-2008 at 1:57 PM.
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# 8
red devil
Old 21-05-2008, 1:58 PM
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Quote:
Originally Posted by uktim29 View Post
As the comment above says it's all very fine saying this but have you never made a mistake?

I have a bit of a gripe with people who say mistakes shouldn't happen. In my book if you say this then you should never make a mistake yourself. Now no-one can ever say they had never made a mistake so in all honesty whats the point in preaching a hypothetical situation you can't achieve yourself?
what on earth do you mean have i never made a mistake it happens ALL THE TIME managers are incompetent, staff at the till get fed up too, its not up to the customer to go round questioning and checking all the time and holding the queue up, its a waste of everyones time and energy.:rolleyes: Do you ever get a sorry either and a we will put that right straight away? Customer service in this country stinks. How many people smile at the till and say good morning/afternoon or chat to you not their work mate about where they are going at the weekend, but thats another topic.

if they charge more than it says on the shelf talker then they are overcharging. Its not allowed and its incompetent there is nothing more i can say on it.
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# 9
uktim29
Old 21-05-2008, 2:07 PM
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Quote:
Originally Posted by red devil View Post
what on earth do you mean have i never made a mistake Because you must have

it happens ALL THE TIME managers are incompetent, staff at the till get fed up too, its not up to the customer to go round questioning and checking all the time and holding the queue up, its a waste of everyones time and energy.:rolleyes: Poor old you

Do you ever get a sorry either and a we will put that right straight away?

Yes

Customer service in this country stinks.

Cynic

How many people smile at the till and say good morning/afternoon

All the time

or chat to you not their work mate about where they are going at the weekend, but thats another topic.

Cynic

if they charge more than it says on the shelf talker then they are overcharging. Its not allowed and its incompetent there is nothing more i can say on it.

Apart from ignore when it works out in your favour, which it will 50% of the time.
Cynics form their own future/happiness. If you want to live like this then all you'll notice ever is fault, your mind will blank everything that works out in your favour.

To be honest, I think you cynics enjoy it though don't you? Keeps you all going.
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# 10
Rosemary7391
Old 21-05-2008, 7:16 PM
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Have you ever worked in Price Control (or equivalent for other stores, I work for Sainsbury's) ? It is not uncommon for over 1000 price increases to need changing. Believe me it is not easy - especially in a large supermarket, there are just so many and you can't remember exactly where every product is. It doesn't help that some are genuinely not there, or have been moved since yesterday, or have been shoved into two different places. We do our best. I can't speak for customer service, but as soon as we notice an error we correct it ASAP - always in the customers favour. No one is perfect, I'm afraid!
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# 11
advent1122
Old 21-05-2008, 11:29 PM
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So if the price on the shelf edge said £14.99 and when you went to the till it was £9.99 would you kick up the same fuss?
The prices are change automatically on the till but then some poor, overworked, underpayed shop worker has to trapse around the store changing the prices.
Where I worked, which was a stationers we used to get price changes daily and sometimes it was pysically impossible to change them all when you have a manager telling you to "pop on the till for a few hours" - but I havent done my price changes.
"Never mind - do them later"..... BONG
End of shift.
Home I trot without doing the price changes and then have the same amount the next day PLUS the ones I didn't have time to do.
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# 12
Marty82
Old 22-05-2008, 1:21 AM
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I work for Sainsbury's and on our Retail Law training workshops we are told that by law shelf prices are only "an invitation to purchase".

It is not illegal for us to sell it at a different price however if the customer is not happy we will take the product back for a refund.

In practice though we would never argue over selling the product at the shelf price unless there was a huge difference.

Hope this clears up the legality or pricing.
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# 13
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Old 22-05-2008, 8:28 AM
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I went into JS once and bought a 4 pack of bouncing bitter. My local Co-op was selling a little cheaper at the time and the girl at the checkout immediately matched their price.

If you are polite, youe will always get what you want, if you are ignorant, ...
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# 14
moonrakerz
Old 22-05-2008, 9:19 AM
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Quote:
Originally Posted by Marty82 View Post
I work for Sainsbury's and on our Retail Law training workshops we are told that by law shelf prices are only "an invitation to purchase".

It is not illegal for us to sell it at a different price however if the customer is not happy we will take the product back for a refund.

In practice though we would never argue over selling the product at the shelf price unless there was a huge difference.

Hope this clears up the legality or pricing.
I think you may be unwittingly causing more confusion here. I would say that what you are being told by Sainsbury's is incorrect or you are misunderstanding what you were told.

You correctly say that the shelf price is an "invitation to purchase", however, the customer has a right to expect that the price charged at the checkout is the same as that on the shelf.

Shelf pricing is covered by Part lll of the Consumer Protection Act 1987 and The Price Marking Order 2000.
Trading Standards are entitled to visit a supermarket and request that a till, in training mode, be made available to their officers so that they can check that shelf prices tally with those at the checkout. If a high percentage of "errors" is found or if the store has a history of "errors", prosecution can follow.

In short:- it is illegal to sell at a different price to that on the shelf !

Last edited by moonrakerz; 22-05-2008 at 9:26 AM.
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# 15
kr15snw
Old 22-05-2008, 9:23 AM
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I used to work in comet and on an average day we had over 300 prices to change (and it was normally small annoying things like batteries). But as you can imagine it took ages to do and yes sometimes we made mistakes with matching the wrong product to the wrong ticket. Trust me if you are putting out 20 tickets for batteries that are all the same brand just slightly different models, its quite easy to get confused!!

But as the law states its the managers discretion whether to sell at the lower price, normally we did. As long as the ticket was wrong. Sometimes customers would put items back in the wrong place and so people didnt realise that was the correct price, but the tag was somewhere else in the store.

We used to say we were sorry but not to worry as Im sure we can sort it out.

To be honest Ive never had this happen to me in Tescos...
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# 16
red devil
Old 22-05-2008, 9:28 AM
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The issue you have raised potentially infringes the provisions of the Consumer Protection Act regarding misleading price indications

When a mistake like the one you have described happens, the trader is not obliged to sell you the goods at the lower price. He is entitled to withdraw the goods from sale until the problem is rectified. You cannot insist on buying the goods at the lower price.

However if a trader tries to charge you more for goods which are advertised at a lower price, then a misleading price indication could be given, which is a criminal offence


Your complaint has been passed to Trading Standards who will assess all the relevant information and may investigate the company.

This case has been referred to Trading Standards with no commitment to contact you.

Thank you for the information you have provided

This is a copy of the e mail I received. I was right its wrong to mislead.
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# 17
red devil
Old 22-05-2008, 9:30 AM
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Quote:
Originally Posted by advent1122 View Post
So if the price on the shelf edge said £14.99 and when you went to the till it was £9.99 would you kick up the same fuss?
The prices are change automatically on the till but then some poor, overworked, underpayed shop worker has to trapse around the store changing the prices.
Where I worked, which was a stationers we used to get price changes daily and sometimes it was pysically impossible to change them all when you have a manager telling you to "pop on the till for a few hours" - but I havent done my price changes.
"Never mind - do them later"..... BONG
End of shift.
Home I trot without doing the price changes and then have the same amount the next day PLUS the ones I didn't have time to do.
Its not the customers problem if you are an undepaid shop worker and nine times out of ten its me the customer who has to go to the shelf and check it out.
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# 18
uktim29
Old 22-05-2008, 11:07 AM
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Quote:
Originally Posted by red devil View Post
Its not the customers problem if you are an undepaid shop worker and nine times out of ten its me the customer who has to go to the shelf and check it out.
I'm sure if you tell us your location of work we could all follow you around all day spotting mistakes you've made then see how you like that.

You seem to have quiet a robotic mentality.
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# 19
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Old 22-05-2008, 11:24 AM
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Quote:
Originally Posted by red devil View Post
Its not the customers problem if you are an undepaid shop worker and nine times out of ten its me the customer who has to go to the shelf and check it out.
You're not the woman who annoyed my mate in Savers are you?

The price on the till either didn't match the one on the shelf or the woman had read it wrong, and she volunteered to go and check what price it was, and somewhere inbetween there and actually getting to the till she ranted at the supervisor.

Anyways, go shop in Poundland, our prices are never wrong
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# 20
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Old 22-05-2008, 11:32 AM
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What would you rather, queue up for a long time while staff that should be on the till are making sure prices are correct on the shelves or accept mistakes can be made and be served quickly? And would you be prepared to pay more for your goods so the shop can employ more staff??
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